3 calls, 2 disconnections, and 1 hour on the phone to complete my reservation. 25k points per night for 2 adults plus $95 per night for one 10 year old. I re-read the T&C's for my Cat 1-4 free nights and it specifically says Ziva is excluded. There's no way she could have applied Cat 1-4 free nights to my reservation, right? Do customer service reps get any leeway when trying to make reservations?